Working with remote and in-office colleagues? Learn how to thrive in hybrid work environments.

Top 11 tips for technical support

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Communication devices

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1

Let coworkers submit support requests""

Let coworkers submit support requests with Forms. Include questions, such as a description of the problem, who reported the issue, who’s handling the issue, and the priority level. You can automatically send all responses to a spreadsheet, so you can track support cases and filter by priority.

Learn how

Forms

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2

Create bookable appointment slots""

Let your coworkers know when you’re free using Calendar. Add open, bookable slots to your schedule. When people need to meet with you to discuss support cases, they can book an appointment with you.

Learn how

Calendar

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3

Track support assignments""

To keep up with who’s doing what, track your team’s support requests in Sheets. Create a tracking spreadsheet and share it with your team. Everyone can update their support requests and see the latest information. You can assign importance levels to filter and prioritize support cases, too.

Learn how

Sheets

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4

Share an inbox with your support staff

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In Gmail, add support staff as delegates to an account so they can monitor and reply to incoming questions. Replies can come from a support alias, such as it‑support@company.com, instead of an individual email address.

Learn how

Add delegates to a Gmail account

Before you begin: Ask your administrator to create a Gmail account for a Support address.

  1. On your computer, sign in to the Support account in Gmail.
  2. In the top right, click Settings ""and thenSee all settings.
  3. Click the Accounts and Import or Accounts tab.
  4. Next to Grant access to your account, click Add another account
  5. Enter the email addresses of the support people you want to add as delegates.
  6. Click Next Stepand thenSend email to grant access.

Delegates get an email asking them to confirm. After they confirm the request, it can take up to 24 hours to see delegates on the account. 

If a delegate can’t access the account, verify that your administrator disabled the option to Require user to change password at next sign-in.

Note: The email invitation expires after a week.

5

Create an internal technical-support site""

Create a support site for your organization using Sites. Add an FAQ, help videos, contact information, support forms, and more.

Learn how

Sites

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6

Host a public website for your customers""

If you need a more powerful or advanced website, you can use Google Cloud and App Engine. You can create a staging site to test your website before it goes live. App Engine keeps an archive of all published versions, so you can activate different versions. You can also split traffic between versions. Roll out features slowly over a period of time or compare different versions of your website.

Learn how

App Engine

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7

Provide support over video meetings""

Provide remote support with a Google Meet video meeting. You can use the built-in chat to help figure out what the problem is and if you need to dig further, start an impromptu video meeting. Meet works on computers and mobile devices, so you can use it in the office or when you’re on the go.

Learn how

Google Meet

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8

Share support answers and info in a shared drive""

Keep all your manuals, notes, instructions, and help videos in a shared drive. Files in a shared drive belong to the team instead of an individual. If team members leave, the files stay put so your team can continue to share information and get work done.

Learn how

Shared drives

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9

Work while you’re on the go""

When you’re away from your desk, you can still check email, access chat, and work on files from your phone or tablet. Just download the corresponding Google app. Any changes you make automatically sync to the web and to all your other devices, so you’re always up to date, everywhere.

Learn how

Mobile

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10

Train users remotely""

If a new process or software rolls out to tech support, get people up to speed using presentations in Slides. You can present to a remote audience using Google Meet and run Q&A sessions to make sure issues are answered.

Learn how

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11

Filter urgent email requests""

Label important emails in Gmail, so they don’t get lost in your inbox. For example, you can set up a filter to add the label Urgent if the request has the word “urgent” in it. Or, for customers whose requests are top priority, you can label their emails as Important.

Learn how

Gmail

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